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Utilization of a total value - or Agents that take on a total number of interactions regardless of the type

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  • 1.  Utilization of a total value - or Agents that take on a total number of interactions regardless of the type

    Posted 10-29-2020 11:25
    No replies, thread closed.

    We are migrating a customer from Genesys Engage to Genesys Cloud. In the Engage Capacity system, you were able to set complex interrelations between the capacity to answer different media. The customer had created a setup where (apart from voice interactions, which trumped everything else) an agent was capable of responding of up to 3 interactions of any media, in any combination, Ie:

    • 3 chats
    • 2 chats and an email
    • a chat an email a facebook thread
    • an email a facebook thread a whatsapp convo
    • 2 emails and a Whatsapp
    • 2 Whatsapp and a facebook
    • (etc, in any combination) 
    Even taking into account that most media will either come through "Message" or through "Chat" (as some products are only available through addons or through those channels). 
    I can't find a way of replicating this behaviour in PureCloud, Ideas?

    Regards,
    #DigitalChannels
    #Implementation
    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)
    #Unsure/Other

    ------------------------------
    Facundo Nowicky
    Interaxa S.A.
    ------------------------------


  • 2.  RE: Utilization of a total value - or Agents that take on a total number of interactions regardless of the type

    Posted 09-02-2022 18:56
    No replies, thread closed.
    Did you figure something out?

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


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